Head of Customer Due Diligence and Risk Operations

About FWD Group FWD Group (<1828.HK>) is a pan-Asian life and health insurance business that serves over 40 million customers across 10 markets, including BRI Life in Indonesia. FWD’s customer-led and tech-enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience. Established in 2013, the company operates in some of the fastest-growing insurance markets in the world with a vision of changing the way people feel about insurance. FWD Group is listed on the Hong Kong Stock Exchange under the stock code 1828. For more information, please visit About FWD Life Philippines FWD Life Insurance Corporation (FWD Life Philippines) launched its commercial operations in September 2014. As of end-2022, FWD Life Philippines ranks 3rd and 6th in terms of Paid-up Capital(1) and New Business Annual Premium Equivalent(2), respectively. For more information, please visit . 1 > Statistics > Life > 2022 > Based on Paid-Up Capital 2 > Statistics > Life > 2022 > Based on New Business Annual Premium Equivalent The Director, Due Diligence and Risk Operations is responsible for strengthening Financial Crime Compliance (FCC) execution through end-to-end Enhanced Due Diligence (EDD) lifecycle oversight, data-driven management information (MI) reporting, and quality assurance (QA) over Line 1 AML and FATCA/CRS controls. The position ensures that Line 1 activities are complete, accurate, consistent, timely, and evidencable, while supporting regulatory readiness through structured remediation governance, control testing, and continuous process improvement. Acting within a Line 1.5 construct, this role serves as a critical bridge between Operations and FCC, ensuring effective control execution alongside independent challenge, aligned with Group Operating Model expectations. 1. EDD Lifecycle Management & Process Optimization Lead the end-to-end EDD lifecycle, ensuring strong governance from case initiation to closure Design and optimize case workflows, control points, and handoffs to improve efficiency, quality, and turnaround time Identify and address bottlenecks, rework drivers, and process gaps through continuous improvement initiatives Drive SLA adherence, including proactive management of backlog, case aging, and operational throughput Implement standardization, automation, and best practices to enhance operational scalability and control effectiveness Conduct root cause analysis for delays, defects, and SLA breaches Drive capacity planning, triage optimization, and workflow enhancements Escalate high-risk, overdue, or systemic issues through governance channels 2. Data Analytics & Management Information (MI) Reporting Lead the development of enterprise-level MI and analytics covering: a. Customer Name Screening b. Customer Risk Rating (CRR) c. High-Risk Customer (HRC) volumes and trends d. Transaction Monitoring (TM) alerts and insights Diagnose system-driven anomalies (e.g., spikes, post-fix surges) and drive root cause analysis and resolution planning Deliver governance-ready MI dashboard and reporting with insights, drivers, and action recommendations for ExCom, AML Committee, CORC, Group Office Perform trend analysis, root cause analysis, and deep dives to identify emerging risks and control weaknesses Enable data-driven prioritization and performance management across risk operations Strengthen data integrity and governance, accuracy, and consistency across risk reporting 3. Assessment and Risk Evaluation Oversee EDD assessments and AML risk evaluations, ensuring well-documented, consistent, and defensible decision-making Conduct and validate triggering event reviews and periodic reviews, ensuring risk ratings and customer data remain accurate Support transaction monitoring investigations and scenario assessments, including escalation of material risks Assess control effectiveness and identify gaps, inconsistencies, and emerging risk exposures 4. Incident Management & Regulatory Response Lead management of AML-related incidents and regulatory-driven actions, including high-risk cases, escalations, and directives Oversee handling of freeze orders, audit findings, and regulatory issues, ensuring timely and compliant execution Coordinate with FCC and stakeholders on regulatory engagement, escalation, and reporting Ensure proper documentation, resolution, and closure of incidents in line with governance standards 5. Tracking, Governance & Remediation Oversight Establish and maintain robust tracking mechanisms for: a. Case lifecycle (aging, backlog, SLA) b. Escalations and high-risk cases c. QA findings and remediation actions Drive structured remediation planning, including root cause identification, action plans, and ownership accountability Monitor and validate closure of audit, QA, and regulatory findings Provide regular governance updates and actionable insights to stakeholders Act as the control authority for Policy Internal Replacement (IR) monitoring and validation. 6. Quality Assurance (QA) & Control Effectiveness Lead QA reviews over Line 1 AML and FATCA/CRS controls, ensuring completeness, accuracy, consistency, and timeliness Develop and execute risk-based QA frameworks, including sampling and testing methodologies Identify control gaps, defect trends, and recurring issues, with clear root cause analysis Drive corrective actions and sustained quality improvements through monitoring and validation Embed QA insights into process enhancement, training, and control strengthening initiatives 7. Policy, Enablement & Continuous Improvement Support policy and procedure enhancements, translating requirements into actionable operational guidance Deliver training and advisory support to strengthen Line 1 execution and consistency Champion a culture of continuous improvement, accountability, and risk awareness Leverage insights from QA, MI, and operational tracking to drive sustainable enhancements 8. Team Leadership & Capability Building Lead and develop a high-performing risk operations team, fostering strong ownership, accountability, and collaboration Build and enhance functional capabilities across EDD, QA, analytics, and AML controls through structured training and coaching Strengthen technical expertise, consistency, and judgment in risk assessment and control execution Drive a culture of continuous improvement and risk awareness, embedding best practices and standardization Identify capability gaps and implement targeted development and succession plans Job Requirements: Bachelor’s degree in Finance, Accounting, Business, Economics, Risk Management, or a related discipline Preferably with relevant certifications such as: a.CAMS (Certified Anti-Money Laundering Specialist) b.ICA (International Compliance Association) certifications c.CRCMP (Certified Risk and Compliance Management Professional), CFCS (Certified Financial Crime Specialist), or equivalent financial crime/risk certifications 12–15+ years of progressive experience in AML/CTF, financial crime operations, risk management, or related fields 8–10+ years of deep functional expertise in transaction monitoring, customer due diligence (CDD/EDD), and QA/control frameworks 5+ years of leadership experience managing operational risk, compliance, or control teams in a complex, matrix environment Strong understanding of regulatory frameworks and expectations, including AML, FATCA, and CRS Proven capability in data analytics, MI reporting, and insight generation to support governance and decision-making Experience working within or alongside hybrid risk operating models preferred Privacy Notice Your privacy is a priority for FWD. The Company keeps your personal information with us in confidence. To know more about how we process your information, kindly refer to our FWD Recruitment Privacy Notice. FWD has partnered with Talocity Instasolutions Private Limited (“Talocity”) to manage the initial filtering of candidate’s profiles through video interviews, social profile mapping, and video analytics using artificial intelligence engine that is offered within the Talocity platform. The platform evaluates the candidate on the five well-known dimensions as per OCEAN Personality Model that influence occupational success and help understand workplace behavior. For more information, please refer to Talocity Privacy Policy . When you apply, FWD will share your name, phone number and email address to Talocity to contact you and conduct the initial screening and profiling process. Shortlisted candidates will then be contacted by FWD for the face-to-face interview.